Agent Assist for Comm100 Ticketing & Messaging channels works similarly to the Comm100 Live Chat on Agent Console. Once Agent Assist is enabled on your Comm100 Control Panel, it works for all Ticketing & Messaging channels except the Email. 

Using Agent Assist, Agent can answer the questions by saving time on typing. If the Agent is new, Agent Assist can help with the standard set of answers.

In Comm100 Ticketing & Messaging, Agents can:

• Show Agent Assist Suggestions
• Add visitor question to Agent Assist Learning

Show Agent Assist Suggestions

On the Ticketing & Messaging conversation area of Comm100 Agent Console, agents can look for suggestions from Agent Assist.

Agent Assist can use Public Canned Messages, Knowledge Base Articles, and Chatbot as the answer source. It works better if all three sources can be accessed. However, for Chatbot, if a Chatbot Intent does not contain an Answer for the channel, which Agent is working with, the Agent Assist will not provide suggestions to the Agent.

For example, if there is an Intent that does not have an Answer for the Facebook channel, the Intent will not be suggested to the Agent while replying in the Facebook channel because it does not have any Answer content. However, if the Intent contains an Answer in the Default channel, it will provide suggestions.

Agent Assist uses the selected Chatbot's intents as a suggestion source for a channel unless the Chatbot is not enabled on the selected channel. If an Intent contains both Default channel Answer and specific channel Answer, Agent Assist will use the specific channel's answer as a suggestion.

An Agent can see the suggested answer preview before sending it to visitor. When an Agent sends an Intent answer, all the response types and collect info actions work the same way as sent by a Chatbot.

Add visitor question to Agent Assist Learning

On the Ticketing & Messaging conversation area of Comm100 Agent Console, Agents can add visitor questions to Agent Assist Learning.

On the Comm100 Control Panel, Agents with proper permissions can access and manage Agent Assist. Agents can use these Questions to improve their sources. They can add Learning Question to Public Canned Message, Knowledge Base articles, and AI Chatbot Intent irrespective of which channel this question comes from.

If the Automatically add unrecognized visitor questions to Learning section toggle key is enabled, Comm100 adds Unrecognized questions automatically from all the channels to the Learning page.